Customer Executive

Job Description

Position: Analyst (Operations) for a Banking client Company: Sterling Customer Experience India Pvt. Ltd. Process: Chat based Location: Powai, Mumbai Address - A-Wing, 1st Floor, Supreme Business Park, Powai – 400076. Please share your resumes with juhi.sawant@sterling-outsourcing.com or contact on 9167603385 Role and Responsibility of an Analyst 1. Customer Interaction: Engage with customers through live chat, addressing inquiries, providing information, and resolving issues promptly while adhering to the high-quality standards. 2. Issue Resolution: Listen actively to customer concerns, diagnose issues, and offer effective solutions. Ensure timely and satisfactory resolution of complaints to maintain customer satisfaction. 3. Multitasking: Manage multiple chat sessions simultaneously while maintaining high service quality. 4. Complaint Handling and De-escalation: Manage and resolve customer complaints with empathy and professionalism. Utilize de-escalation techniques to address and mitigate customer dissatisfaction. 5. Performance Metrics Adherence: Meet or exceed established performance metrics, including response time, resolution time, customer satisfaction scores, and adherence to service level agreements (SLAs). 6. Compliance: Adhere to the policies, procedures, and data protection regulations during all customer interactions. Essential skills and Qualities Communication Skills: Clear and effective verbal and written communication to interact with customers and colleagues. Adaptability: Flexibility to handle various customer scenarios and adjust to changing processes. Adaptability to work in a start-up environment. Technical Proficiency: Familiarity with CRM software, helpdesk tools, and other relevant technologies. Problem-Solving Abilities: Ability to analyze issues and develop practical solutions promptly. Qualifications Education: Minimum HSC; graduates are preferred. Experience: 1–2 years in customer service or chat support roles is advantageous. Show more Show less